Documentation

My Open Tickets

A ticket in SecurityTrax is a special kind of note on a customer record — one that represents something still in progress and is assigned to a specific person to follow up. Think of it as a task tied to a customer. Examples: a service issue the customer reported, a billing question you promised to research, a callback scheduled for next Tuesday.

The My Open Tickets page is your stack of every open ticket assigned to you across every customer — one unified inbox instead of hunting through individual customer records. It's the simplest way for a dispatcher, sales rep, or manager to see what's waiting on them.

Getting here

  • Click View All Tickets in the Due Tickets section on the Home Dashboard.
  • Or navigate directly to https://portal.securitytrax.com/{your-company}/home/tickets.

What you see

The page heading shows the count of open tickets assigned to you, e.g. "My Open Tickets (7)". Below it is a stack of cards — one per ticket — sorted by ticket ID descending (newest first).

Anatomy of a ticket card

Each card shows, in roughly this order:

  • The ticket ID (a small grey badge) and subject line, both in the header. Click the subject to jump straight to the full ticket edit form on the customer's Notes & Tickets tab.
  • Status and category badges, right-aligned in the header:
    • Open Ticket (green) or Closed Ticket (red) — the ticket's open/closed state.
    • A priority badge — color-coded (red/orange/green) based on whether the ticket is marked high, medium, or low priority. No priority badge if none was set.
    • A note type badge — the category your company has defined (e.g. "Service Issue", "Billing Question", "Follow-Up"). Picked from the Customer Note Types catalog.
  • Customer name. The last-name-first form (e.g. "Doe, John"). Shown because the cards here live outside any one customer's record.
  • The note body. The full text, rendered with line breaks preserved, inside a left-bordered block.
  • Created. When the ticket was created, and who created it.
  • Assigned to. Which user the ticket is currently assigned to — you, if you're looking at this page.
  • Due Date. When someone is next expected to act on the ticket. Shown in red if the date is today or in the past (i.e. overdue). This is what drives the Due Tickets count on the Home Dashboard.

If you have no open tickets assigned to you, the page shows a friendly empty-state ("Nothing here").

Working a ticket

Click the ticket's subject (or card) to open the full ticket form on the customer's Notes & Tickets tab. From there you can:

  • Edit the ticket's body, subject, type, or priority.
  • Reassign it to a different user.
  • Push the due date out to a future date.
  • Close the ticket when the work is done (the ticket will drop off this page).

See Notes & Tickets for the full-edit form's field reference.

The "Due" logic

A ticket counts as due if it has a due date set and that date is today or earlier (i.e. end-of-day today or before). The Home Dashboard shows due tickets in a focused Due Tickets section so you can see at a glance whether anything has slipped.

Tickets with no due date aren't "due" in this sense — they're just open. You can still work them; they just don't ring any bells.

What's not on this page

  • Closed tickets. Once you close a ticket it disappears from this list. To find it again, open the customer in question and use their Notes & Tickets tab (with the filter switched to show closed tickets) or the company-wide Tickets queue.
  • Tickets assigned to teammates. This page only shows what's assigned to you. For the company-wide view — useful for managers and dispatchers — use Tickets.
  • Plain notes that aren't tickets. A note only appears here if it was marked as a ticket when created (or later). Non-ticket notes stay on the customer record only.

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